Customer Journey Manager

JOB TITLE:         Customer Journey Manager

LOCATION:       Jersey or Isle of Man

HOURS:             Full-time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our office site. 

What you’ll be doing: 

An exciting opportunity has arisen within the Crown Dependencies Lab within the Markets Platform, part of the Non Ring-fenced Bank, to lead our Fids, Funds and Corporate Feature Team. You'll help us maintain our current platform as well as manage its evolution to support growing customer demand for digital services and products within our estate. You’ll need to develop a deep understanding of industry trends, and a willingness to apply your technical knowledge to making customer’s experiences better.

Within our Lab, we challenge ourselves daily to create an extraordinary team environment, in which people bring out the best in themselves by providing autonomy and ensuring they feel and a safe space to experiment.

The Customer Journey Manager works with Product Owners and delivery teams to understand, improve and orchestrate customer journeys. Combining customer journey expertise with an understanding of processes, systems, data and technology, the CJM helps ensure customer, business and technical requirements are reflected in design and delivery decisions.

You’re responsible for improving end-to-end customer experiences, supporting continuous improvement and working across Product, Engineering, Experience Design and Operations teams to deliver effective, technology-enabled solutions.

*To be eligible for this role, you'll need to have right to live and work in the Isle of Man (this is different to UK right to work

Key Responsibilities

• Uses knowledge management systems and business documentation to access and apply information relevant to customer journeys, processes, systems and products.
• Collates, analyses and interprets customer, process, operational and system data using established tools, methods and reporting formats.
• Sees opportunities to improve customer journeys, processes, systems and controls, supporting the delivery of change through established frameworks and procedures.
• Accesses and interprets information from business systems and data sources to support journey analysis, decision-making and continuous improvement activities.
• Produces and maintains customer journey maps, process documentation, reports and presentations using standard business tools.
• Develops knowledge of business processes, systems, data flows and technology capabilities through formal and informal learning opportunities.
• Responds to queries from stakeholders across business and technology teams, providing guidance and support on customer journey-related matters.
• Supports individual and team objectives through effective collaboration, stakeholder engagement and continuous personal development.
• Undertakes research activities using established systems, processes and methodologies to identify customer, operational and technology improvement opportunities.
• Supports customer and operational teams by analysing customer needs, journey performance and process effectiveness.
• Assists with product and journey development activities, including analysing customer requirements, interpreting data, understanding system impacts and supporting solution design.
• Develops an understanding of key systems, data flows, integrations and technology dependencies that support customer journeys and business processes.
• Works with Product, Engineering and Operations teams to ensure customer, business and technical requirements are considered in journey design and improvement initiatives.
• Supports the identification of technology-enabled improvements that enhance customer experience, operational efficiency and business outcomes.

What we’re looking for?

In this role you’ll act as the voice of the customer within delivery teams, helping translate customer and business needs into practical change that improves outcomes and experiences.

We require 2+ years' experience in customer journey management, business analysis, process improvement or change delivery, working closely with Product, Engineering and Operations teams to identify customer needs, analyse processes and help shape effective solutions. 

Key capabilities include:

• Customer journey mapping and process analysis.
• Requirements gathering and documentation.
• Stakeholder engagement and collaboration.
• Understanding of business processes, systems and data.
• Identification of customer problems and improvement opportunities.
• Supporting testing, implementation and change activities.
• Strong communication, problem-solving and analytical skills. 

This is a place for you:

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

Ready to make an impact? Apply today!